Hi there! Today we will talk about company reputation management online – how to deal with negative comments. What should you do if you see a negative comment about your company, how to prevent this and what is the correct way to react.
Why is it dangerous?
Angry clients distribute information about your company. If these negative comments reach your potential customers they will never become your clients.
What are negative comments about?
Don’t panic. It is not the end of the world.
Company reputation risks
Company reputation is very important.
Track and prevent negative comments
Think of developing a strategy of tracking the comments about your company online. Track forums, blogs, soc nets and industry related resources. This should be performed on a regular basis so that you can react instantly on the messages and prevent
Create a separate place for customers where they can interact and express their opinion. Facebook, Twitter, LinkedIn, website forum all is good as long as you can monitor it. Make it explicit that you are open for discussion, that this is a place where they can write what they think and talk to the company. This way you will get customers commenting on your territory where you can track and react fast.
Now let’s get to the
Dealing with negative reviews depends on many factors. What is the comment source and motivation, is it an irritated client or a competitor? How influential is the person? Does his comment make sense at all? Can it reach thousands of people? What are the risks for your company reputation and is it worth answering the comment? When you have answered all these questions you will be able to develop a strategy of counteraction, develop the plan of activities, and exactly perform the activities.
No matter what you decide to answer remember to be polite and literate. Comments with mistakes look unprofessional and arise even more irritation.
Note: if you do not improve the product/business process/service you get criticism for no need to bother with negative comments at all.
Can criticism ruin the business? Yes, it can. If you ignore it and do not adjust to the new environment it will ruin your business, unless you are a monopolist of course :)
Criticism is precious
Negative comments can help build relations with customers
Negative comments management can help establish
Tracking and managing negative comments is vital for building
Have questions? Need help in building the strategy?
Feel free to contact us at +44 (0) 208 123 1778 or +44 (0) 1784 460 064
Author: Derek Mansfield
November 16 2018